Job Title: Telecoms Provisioning Engineer
Location: Coleshill, Birmingham
We are looking for an experienced Telecoms Support Desk Specialist to join our technical support team in Coleshill. If you have a strong background in troubleshooting and supporting broadband, phone systems, Wi-Fi, VoIP, and other telecom technologies, this is the perfect opportunity to showcase your skills!
Key Responsibilities:
* Provide second-line technical support for a wide range of telecom services, including VoIP, broadband connections, PBX phone systems, Wi-Fi networks, and mobile services.
* Troubleshoot and resolve complex issues related to SIP trunking, call routing, network connectivity, and Wi-Fi signal interference.
* Handle escalated support queries from 1st line support, providing expert-level solutions and ensuring customer satisfaction.
* Support customers with the installation, configuration, and troubleshooting of routers, modems, and network infrastructure for both residential and business telecom services.
* Assist with fault diagnosis and service restoration for broadband, VoIP, and mobile telecoms, ensuring minimal downtime.
* Ensure that all issues are logged accurately in the ticketing system, tracking progress and providing detailed updates to clients.
* Collaborate with internal teams to investigate and resolve complex technical issues, including working on network infrastructure upgrades and system integrations.
* Provide proactive recommendations to improve network performance and customer experience, such as optimising Wi-Fi coverage or resolving latency issues.
Required Skills & Experience:
* Proven experience in telecoms support or similar IT service desk roles, with hands-on knowledge of telecom systems including VoIP, broadband, Wi-Fi networks, and PBX systems.
* Strong technical troubleshooting skills across various telecom technologies, including DSL, Fibre broadband, Wi-Fi signal troubleshooting, IP phone systems, and mobile data services.
* Familiarity with network protocols such as TCP/IP, DNS, and DHCP, and experience with network performance tools.
* Knowledge of SIP, VoIP call quality management, and experience with call routing systems.
* Excellent communication skills, capable of explaining complex technical issues in an easy-to-understand manner for customers.
* Ability to manage escalated support cases, offering fast, accurate resolutions while maintaining high levels of customer satisfaction.
* Experience with ticketing systems, logging, and prioritising support requests in line with SLAs.
* Proactive in identifying and resolving technical issues before they escalate.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Marketing
Industries: Staffing and Recruiting
Apply now if you are interested!
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